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Root Cause Analysis (RCA) FAQ for Oracle Analytics Cloud and Oracle Fusion Analytics Warehouse (Doc ID 2988329.1)

Last updated on FEBRUARY 05, 2024

Applies to:

Oracle Analytics Cloud
Fusion Analytics Warehouse
Information in this document applies to any platform.


Root Cause Analysis (RCA) is a communication that we, the Oracle Analytics Service Excellence team, share with Oracle Cloud Customers after incident mitigation and in response to an analysis request. An RCA contains information about a specific service outage or performance degradation issue.

The Oracle Analytics Service Excellence team implemented an RCA program to help customers understand how a sequence of events leads to issues impacting their experience with the service. When we respond to an RCA request, we review notes, telemetry, logs, and any other data uploaded or referenced from the ticket before and during mitigation. Once we understand the root cause, we create a succinct description to specify if the impact was triggered by a user action, service-side change (configuration or service maintenance), code issue introduced in a service update, or factors external to Oracle Analytics services, such as incidents in the underlying cloud infrastructure. (In this document, the term “Oracle Analytics” refers collectively to Oracle Analytics Cloud and Oracle Fusion Analytics Warehouse.)

In some incident mitigation scenarios, we can't identify the root cause during the incident response. (For example, in cases where a service restart mitigates the issue or the impact is transient and the incident response team didn't need to perform any mitigative actions.) In these situations, the root cause analysis process goes through a logging and telemetry review with the subject matter experts to create and validate our hypothesis about the origins of the issue. If appropriate, we open additional work items to prevent long- term issues.

The RCA program isn't intended for mitigating active ongoing or repeat impact issues. For those issues, we work with Oracle engineering teams to open work items for long term mitigations.

This FAQ focuses on our current approach to RCA and aims to set clear customer expectations for issue outcomes

Questions and Answers

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In this Document
Questions and Answers
 Question: What's the difference between requesting an (ongoing or recurring) issue resolution and RCA?
 Question: Can I request an RCA for an ongoing incident or impact?
 Question: Does Oracle Analytics initiate RCA communications for certain types of issues?
 Question: What's the turnaround time for an RCA request?
 Question: Are service level agreements (SLAs) associated with RCA requests?
 Question: Are RCAs considered critical outage level issues?
 Question: Does any impact type qualify for RCA?
 Question: Can I request  an RCA for a past business impact?
 Question: Are RCAs provided for non-production environments?
 Question: What happens when the root cause is traced back to a dependency outside of Oracle Analytics?
 Question: What level of detail should I expect in RCA communications?
 Question: Does Oracle Analytics share logs or telemetry supporting RCA?
 Question: Does every RCA result in an explanation of the root cause?
 Question: What can customers do to help the Oracle Analytics Service Excellence team with an RCA?

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